L1 Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage user onboarding and offboarding requests — establishing accounts, configuring access, and ensuring readiness for the first day.

• Process requests for hardware and software, collaborating with relevant teams to fulfill them.

• Troubleshoot common IT issues using all available resources — including AI tools and the Knowledge Base — to find solutions; resolve what you can and escalate more complex problems to dedicated IT resources.

• Serve as the initial point of contact for product-related tickets across Central, Passport, Stream, Podium, and related platforms.

• Collect necessary information from the reporter, reproduce issues when possible, and evaluate severity and impact.

• Directly resolve straightforward product queries and configuration questions, utilizing the Product Knowledge Base as your primary reference.

• Escalate complex or unresolved product issues with clear, well-documented context.

• Create and manage user accounts across client platforms.

• Perform configuration tasks including CSV schedule uploads, blueprint, and template management.

• Assist clients and internal teams with standard setup requests, adhering to documented processes.

• Review post-event issue tickets submitted by internal teams, ensuring they are accurately categorized and contain sufficient detail.

• Route logged issues to the appropriate team for investigation — Product, Delivery, or IT — based on the issue type.

• Execute routine Salesforce administrative tasks including merging duplicate records and editing orders.

• Uphold data quality standards and report anomalies to the appropriate team.

• Utilize the Product Knowledge Base as the primary resource for issue resolution — and identify gaps where articles are missing or outdated.

• Clearly and consistently document ticket resolutions, contributing to a reliable record of known issues and their fixes.

• Actively and effectively use AI tools in your work — whether troubleshooting an IT issue, drafting a response, or researching an unfamiliar error.

• View AI as a powerful tool, but not a substitute. It is essential to understand the answer, verify its effectiveness, document it properly, and ensure the end user receives a clear and accurate response.

⛳️ Requirements

• Over 4 years of experience in a support, helpdesk, or operations role.

• Familiarity with IT support tasks such as user administration, hardware requests, or software troubleshooting.

• Experience with a ticketing or CRM system (e.g., Freshdesk, Zendesk, Salesforce, Jira).

• Experience in a SaaS, virtual events, or technology services environment is a plus.

🏝️ Benefits

• N/A